Sample survey question for software

Find out why customers churn with this f ree-to-use Churn Analysis survey template. What was your biggest challenge, frustration, or problem in finding the right [product type] online? Gather feedback on your product with our free-to-use survey templates. Does your copy and messaging resonate? Find ways to improve your website content with this survey template.

How likely are you to recommend us to someone with similar interests? NPS question. While analytics tools will tell you what is happening on a page or website, replies to your survey questions will usually help you understand why it's happening. Combining the two gives you both the context you need to solve a problem or capitalize on an opportunity and plenty of inspiration about how to do it.

To help you understand the basics and avoid some rookie mistakes, we asked a few experts to give us their thoughts on what makes a good and effective survey question. It may be tempting to focus on your company or products, but it is usually more effective to put the focus back on the customer. Get to know their needs, drives, pain points, and barriers to purchase by asking about their experience.

Put time into your micro-copy—those tiny bits of written content that go into surveys. Some experts prefer the first-person approach i. Shake up the questions you ask on a regular basis. Asking a wide variety of questions will help you and your team get a complete view of what your customers are thinking. Hotjar recently created a survey that we sent to 2, CX professionals via email. Before officially sending it out, we wanted to make sure the questions really worked.

We decided to test them out on internal staff and external people by sending out three rounds of test surveys to respondents each time. Their feedback helped us perfect the questions and clear up any confusing language. When you limit their answers, you just reinforce your own assumptions. Having to answer too many questions can overwhelm your users. How many questions should you ask? In the beginning, focus on the big things:. Effective survey questions can help improve your business in many different ways.

A user persona is a semi-fictional character based on the people who currently use your website or product. A persona combines psychographics and demographics and reflects who they are, what they need, and what may stop them from getting it.

Describe yourself in one sentence, e. Few things are more frightening than stagnant sales. A good format for that is an exit-intent pop-up survey , which appears when a user clicks to leave the page. Another way is to focus on the people who did convert, but just barely —something Hotjar CEO David Darmanin considers essential for taking conversions to the next level. What almost stopped you from buying?

Get started with our Exit Intent survey template. Tell us why. Buying a new product can be scary: nobody wants to make a bad purchase. Are your products overpriced and scaring away potential buyers? Are you underpricing and leaving money on the table? Asking the right questions will help you come up with a pricing structure that maximizes profit, but you have to be delicate about how you ask the questions. Instead, ask questions that uncover how your products serve your customers and what would inspire them to buy more.

A combination of online survey questions and one-on-one interviews can help you figure this out. Human beings are social creatures. The following survey questions can help you get some great testimonials. You can do this with rating scale questions. For example, at Hotjar, we ask for feedback after each customer support interaction which is one important measure of customer satisfaction.

As you can see from the screenshot below, we begin with a simple, foot-in-the-door question to encourage a response. We use the information to improve our customer support, which is strongly tied to overall customer satisfaction. The Net Promoter System NPS is a measure of how likely your customers are to recommend your products or services to their friends or colleagues. NPS is a higher bar than customer satisfaction because customers have to be really impressed with your product to recommend you.

How likely are you to recommend this company to a friend or colleague? What should we do to WOW you? Pro tip : you can use our NPS calculator to crunch the numbers. Maybe some processes need simplification? At the latest, it should happen a day or two from that date, to get a fresh insight into the quality of provided support.

This customer satisfaction survey question is wonderful at the check-out of any interaction with the customer that required providing customer support. This is a clear indicator of making sure you spend enough time supporting them to make them feel well taken care of.

This customer survey question is great because it encompasses a lot of issues at the same time. Allow them to, first, give a specified rating and later, express their opinion in their own words. Any feedback you may receive in this case is very valuable, as it gives you the information on whether there are any hot spots in your workflow that require immediate action. The fresh perspective can give you a clear indication of what you are doing right or wrong.

It gives a very clear image of the quality of your products in comparison with your competition. It may and should be followed by questions that will go into greater detail on your customers' opinion, but it is a great starting point for taking any further actions.

Let your customers take some time with your product and get to know it a bit better before judging it against your competitors. Here, you ask for information on the things that differentiate your product from your competition. You want to know what tipped the balance in your favor. You want to take this into account while considering any changes or improvements in the strategy of your product.

It is especially useful to know if they happened to compare you with a totally different type of product. Then it is worth a while to check if your communication with the potential and current customers creates a clear image of your product that is coherent with your own vision. Besides, the odds will be in your favor if you use the feedback to constantly improve what you provide your customers with and make sure that you are a better option than your competitors.

Just run the survey on a website using targeted website surveys. Target either returning users or use the more elaborate technique based on viewed URLs or cookies. Why bother researching the intent of repeat purchase when you can see in Google Analytics how many people actually bought something again? Think about cars or furniture. So, if you want to see how many customers will come back, you need to wait as long as several years to get the data. But you can capture intent sooner. Just ask your customers.

The best idea would be to observe the medium frequency your customers are making their purchases. Observe trends and find out what are the reasons for increasing or decreasing the intent of buying again.

Plus, you can then check how answers translate into actual acquisition — it will allow you to build a model of repeat purchases. Learn more about this in the article on measuring customer satisfaction.

You should not be fishing for compliments with this customer survey question. It will help you to check if what you consider your company to be is really what your customers truly see. It will help you specify the image you want your company to have and implement actions that will allow you to achieve it. This is a truly universal customer feedback question.

No matter what is the subject of your survey, it is always valuable to ask if your customers have anything else to say.

It can give you additional insights, sometimes on issues that you would not expect. This, in turn, allows you to much quicker take necessary actions. Customer satisfaction surveys are essential because you can check if providing the best customer service or product checks out with reality. You can keep a high level of customer satisfaction that can be a strong predictor of customer retention, loyalty, and product repurchase by quickly responding to negative experiences.

Satisfied customers are more likely to purchase again and recommend the shop to their friends and coworkers. A loyal customer is worth even up to 10 times more than their first order. Check out our infographic on the importance of customer satisfaction for more statistics that prove you can't ignore measuring your clients' happiness! Customer satisfaction surveys should be as short as possible — no one wants to spend 30 minutes answering questions.

Surveys with questions have the highest average completion rate Think hard about what you want to achieve with your survey or what information you want to get. The more questions your questionnaire includes, the longer it takes to fill it in, the lesser the chance your respondent will complete it — especially if it's a mobile-app survey since mobile users tend to have shorter attention spans.

To get the most reliable answers, you should send satisfaction surveys to your customers right after they have experience with your products or services - it's called a post-purchase survey. On the other hand, you want to measure customer experience with your product or services constantly, so we suggest you set up customer satisfaction surveys in a regular time daily, weekly or monthly.

Just don't be too offensive to your customers. Ready-to-use FREE survey templates. Here are the top 15 ready-to-use survey templates used by Survicate customers - so you never run out of ideas on what survey to run next. UserTesting - User surveys and user testing tools. Do you want to know when someone visited your site? Where did the visitor click? Have they found what they need? These questions can be answered by using user surveys and user testing tools.

You might consider UserTesting, a tool that can provide a variety of ways to test the user experience of your site. You can freely choose any one of user to investigate. Mockplus Cloud - Collaboration and design handoff for product teams.

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Also share on :. Get Started for Free. Start prototyping and collaboration. Apr 3, Part 3: 10 Best user experience survey templates. Part 4: UX survey tools and websites recommendation.

Here are some suggestions on asking user survey questions and how to create a survey : 1 The questions should all be focusing on UX issues.

Suggestion: Target new visitors especially. They can remember how to found out about you more clearly. Suggestions: Target your existing users or visitors who visit your website multiple times based on cookies or history of browsed pages. Suggestion: Allow users to enter their own words as low as 1 word and as high as you think people need or a user canchoose 1 or more options from a list.

Suggestions: Ask for an overall rating or ask them to rate specific areas. Use a 10 point score rather than 5 points because it gives participants more flexibility. Which of our competitors did you consider before choosing us? This may bring you different inspirations Suggestions: Use this question in a post-purchase survey. Why choose us over competitors? Suggestions: Use this question in a post-purchase survey. Ask this question to existing customers. Suggestions: The competitor you chose should better be known to the customers.

Make sure they can express their pain points clearly. The question is especially for planning any changes to your website or product.

It helps you investigate the reasons behind and improve your service. Suggestion: Target existing users. What is the most important feature you think we should add? Suggestion: Target returning registered visitors. Provide free text options. What stopped you from buying? Suggestions: Consider this as a post-purchase survey question. Target the registered visitors especially. Suggestions: Target all visitors who browsed you buying page. Use sampling. Is our pricing clear to you? Suggestions: Target visitors who spend more than average on the pricing page.

What was your first impression when you entered the website? Suggestion: Ask this question on the main page, target only new visitors. Is there anything missing on this page? Target new visitors especially. What are your favourite blogs? Suggestion: Target readers of your blog and active users. If you were unhappy with us what can we do to get you to come back?